Travel updates and reservations
With current COVID-19 restrictions, is there anything I should know before booking with Go City?
We've had lots of questions about COVID-19 during this strange time. To make things easier we've compiled everything you need to know on our travel updates page. You should be able to find the answer to just about all of your questions regarding visiting attractions and using our passes while restrictions are still in place.
Do I need to make a booking before I visit any of the attractions on my pass?
Some attractions have capacity restrictions (or are just too darn popular) and therefore require you to book your spot. If this is the case, you'll find the info you need to make a reservation on our website and app's attraction listings. Or, you can click through to the All-Inclusive Pass reservations page or Explorer Pass reservations page reservations page to find all the attractions which require a booking.
Who are Go City and how do your passes work?
We're glad you asked. We are Go City and we're here to revolutionize the way you vacation.
Our passes give you access to Madrid's top attractions, and what's more, we make it super easy. All you've got to do is choose the pass that works for you, sync it with the Go City app, and then you’re all set to explore.
What's the difference between an All-Inclusive Pass and an Explorer Pass?
We know that no two sightseers are the same, that's why we offer two pass options. For those who want to see as much as possible, we've got All-Inclusive passes. Choose how many days you want your pass to be valid for, and then visit as many attractions as you wish.
And for those of you who are a little pickier, we've got the Explorer Pass. With this pass, you can select how many attractions you wish to visit, and you'll then have 60 days to do so. Plus, there's no need to decide which ones you'll visit before you purchase, so you'll still be able to keep your plans flexible.
Does my pass include transportation?
While our passes don't include public transport, they do have a variety of tours and sightseeing buses to choose from. Some might say that's even better than a busy public bus. Just saying.
What is the age range for a child pass?
Our child passes are for ages 3 to 12.
Purchasing a pass
What payment methods do you accept?
We accept PayPal, Google Pay, and Apple Pay as well as most debit and credit cards including Visa, Mastercard, and American Express.
How will I receive my pass?
Once you've purchased your passes, you'll receive a confirmation email with details on how to download and activate them.
Why didn't I get a confirmation email?
Purchased a pass but still waiting for your confirmation email? Or has your order been declined? If so, it may be due to one of the following reasons…
- You submitted an incomplete or incorrect billing address.
- Your 3D Secure authentication failed.
- Your bank did not process the transaction as a safety precaution and requires further authorization from you.
- There was a typo in the email address.
If you’re sure that all of the above details were correct, please give our customer services team a call using the numbers listed at the bottom of this page. They’ll be happy to help!
Oh, and don’t forget to double check your junk folder – sometimes our confirmation emails accidentally end up there.
Can I purchase a pass for someone else?
Of course! Just be sure to add their name and email address at checkout.
Do you offer group discounts?
Yep! If you're traveling with a group of 10 or more, you may be eligible for a group discount. Email [email protected] or fill out our group travel form to learn more about our special rates. You can also give us a call us on +1 855-397-6598 if you'd prefer. It's time to get the gang together and start planning your Madrid trip!
Do you offer military or senior citizen discounts?
Sorry, we don't. Our passes already give you great savings on sightseeing, so, unfortunately, we can't offer any further discounted rates on individual passes.
Do you ship passes?
Woah, woah, woah. It's the 21st Century. We've gone digital. You'll receive your passes via email so you can print them off, download the PDF to your phone, or sync them to the Go City app. Convenience is king after all!
Can I use my confirmation email to enter attractions?
Unfortunately not. You'll need to have your pass on the Go City app, or have the PDF downloaded to your phone or printed in order to enter attractions.
Using your pass
How does the Go City app work?
The Go City app is your key to exploring Madrid. Download for free to your Apple or Android device and then follow the instructions in your confirmation email to sync your pass to the app. Once you arrive in Madrid, show your pass at each attraction to be scanned for entry.
To make your vacation planning even easier, we've loaded the app with plenty of useful attraction info, itineraries, travel tips, and much more.
How do I activate my pass?
Your pass will activate when you scan it at your first attraction.
What are purse values?
Each pass is subject to a purse value, which is based on your pass' duration (if you have an All-Inclusive Pass) or the number of choices on your pass (if you have an Explorer Pass)
The purse value is the maximum amount you can use based on the standard gate price for each attraction.
For example, with the 2-day adult All-Inclusive Pass, you can visit as many attractions up to the total value of €370 adult or €320 for a child.
You can find out more about the purse values and a breakdown of each pass's purse value by visiting our All-Inclusive Pass and Explorer Pass pages.
Can I visit the same attraction more than once?
Sorry, you can only visit each attraction once.
Can other people use my pass?
Pfft, this isn't your ex's Netflix account. Our passes cannot be resold or used by more than one person. We're sorry about that!
Do I need to make reservations to enter attractions?
Some attractions may require a reservation. You can find out which ones need to be booked in advance by visiting our All-Inclusive Pass reservations page or our Explorer Pass reservations page. Just remember that, if you need to make a booking to visit an attraction, your pass must be valid on the day that you visit.
When will my pass expire?
Well, it depends.
If you have purchased an Explorer Pass, you'll have 60 days from first use to visit your remaining attractions.
With an All-Inclusive Pass, it will activate when you visit your first attraction. It will then be valid for the number of consecutive days which you have purchased.
Non-activated Explorer and All-Inclusive passes are valid for two years from the date of purchase.
Contact and cancellation
How do I contact customer support?
If you’re using the Go City app, please visit our website to find our customer support contact details.
If you’re on our website, then you’ve got two options. You can fill out the form at the bottom of this page and a customer support agent will get back to you at the email you provide. Or, if you prefer a good old-fashioned phone call, you can speak to a member of our customer support team directly at one of the numbers listed under the 'call us' section, which is also handily located at the bottom of this page.
How can I get a refund?
Plans changed? No sweat! Our cancellation policy gives you 90 days from your purchase date to return any non-activated passes for a refund. Just contact our customer care team using the form below and provide your order number for a refund.
Read our terms and conditions for more information.
How long will it take to receive my refund?
Once your request has been reviewed, which is usually within 24 hours of receipt, we will process your refund within 7 to 10 business days. If you haven't received your refund after this time, please let us know and we'll look into it for you.
Still got a question or two?
If you have a question about an attraction, whether it’s a general request or a booking query, we recommend getting in touch with the attraction directly.
Based on where you are
- Toll-free within the US+1 800 887 9103
- Toll-free within the UK+44 800 090 3140
- Toll-free within Australia+61 1800 316950
- Toll-free within Mexico+52 (800) 2694359
- From other countries(Exit code) 1 617-671-1000
- Daily8AM - 8PM EST
- Monday - Friday9AM - 5PM GMT
- Saturday10AM - 4PM GMT
- Sunday10:30AM - 4PM GMT
Message us on WhatsApp
- Daily6AM - 12AM EST